What is Business Analysis?
The term itself defines the analysis of the business. Along with the business, there is always a task associated with it, which refers to business operations.
Business Operation
Whether it’s a small business like a flower shop or a large-scale Industries like a nuclear power plant, their operations depend on IT infrastructure, which is managed by a help desk team
Helpdesk
The Help Desk is a group of IT experts skilled in resolving technical issues and serves as the initial contact during IT outages. It is organized into different levels based on expertise. The team is responsible for managing outages and finding viable solutions within critical timeframes.
Role of BA
An IT Business Analyst bridges the gap between IT and business units, analyzing and improving technology solutions to meet business needs. They gather requirements, assess processes, and ensure that IT projects align with organizational goals.
An IT Business Analyst can be a valuable resource during the integration or transition of Help Desk personnel, assisting them in adjusting to the organization.
Defining Scope
Defining the scope involves providing technical support to various Lines of Business (LOBs). For example, a company with multiple products or services operating in a Software as a Service (SaaS) environment will require the helpdesk team to assist each LOB according to their specific needs. This includes resolving technical issues, handling requests for new hardware or services, and escalating incidents with vendors.
The scope includes identifying Lines of Business (LOBs), the number of employees, types and total count of equipment, and asset categorization. It involves configuring or establishing servers, selecting vendors, implementing a ticketing system, and determining the number of helpdesk agents needed.
Stakeholder Analysis
Stakeholder analysis is a process used to identify and assess the influence and interests of individuals or groups who have a stake in a project, initiative, or organization. The goal is to understand their needs and expectations, how they might impact the project, and how best to manage their involvement and communication.
Stakeholders at Helpdesk level.
- End-users
- Helpdesk Staff
- IT Support Teams
- Management and Executives
- Internal Departments
- Vendors and Service Providers
- Regulatory and Compliance Bodies
- Quality Assurance Teams
- Training and Development Teams
- Customers
Process Improvement
Improving helpdesk operations involves optimizing processes to enhance efficiency, effectiveness, and customer satisfaction.
Data Analysis and Reporting
Performing data analysis and reporting at the helpdesk level involves systematically collecting, analyzing, and presenting data to improve decision-making, optimize operations, and enhance service quality.
Solution design
Solution design in business analysis at the helpdesk level involves creating and implementing effective solutions to address identified problems and improve service delivery. This process ensures that the solutions align with business objectives and meet the needs of both the helpdesk team and end-users.
Project management support
Project management support in business analysis at the helpdesk level involves coordinating and guiding projects aimed at improving help desk operations or implementing new systems and processes. This support ensures that projects are executed efficiently, meet their objectives, and deliver value to the organization.
Testing and validation
Testing and validation at the helpdesk level for business analysis involve systematically verifying that new systems, processes, or tools meet the specified requirements and effectively address the identified needs. This ensures that changes and implementations are successful and deliver the expected benefits
Change Management
Change management at the helpdesk level for business analysis involves managing and facilitating changes to processes, systems, or tools in a way that minimizes disruption and maximizes the effectiveness of the changes. It ensures that all stakeholders are prepared and equipped to handle the new changes and that the transition is smooth
Documentation and Communication
Documentation and communication at the help desk level are crucial for ensuring efficient operations, maintaining consistency, and providing high-quality support. Proper documentation and effective communication help streamline processes, facilitate knowledge sharing, and enhance the overall support experience.
Continuous Improvement
Change management at the helpdesk level for business analysis involves managing and facilitating changes to processes, systems, or tools in a way that minimizes disruption and maximizes the effectiveness of the changes. It ensures that all stakeholders are prepared and equipped to handle the new changes and that the transition is smooth
Article by – Sahil Patel
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